About ServiceNow
Course Syllabus

ServiceNow is an integrated cloud-based workflow automation platform that combines services like IT, HR service delivery, Security, Business applications, Customer services, and other industries in a single system of record. It improves operational efficiencies by automating and streamlining routine work-related tasks. The interface of ServiceNow is simple and easy to understand, and users are free to select their comfortable support interface.

ServiceNow will aid you to work quickly and issue-free as long as it is properly set. It will make your work process fast and smart. By increasing the usage of the ServiceNow platform, a company can improve its operational tracking, data confidentiality and reliability, real-time analysis, provides good support to the clients with low maintenance costs, and also achieves a rapid return on its investment.

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Introduction to ServiceNow

  • Introduction to service now instances & Process
  • SNC Navigations
  • SNC Applications and Modules
  • Forms, Lists and Tables
  • Basic Forms and List Modifications and Administration

    • Personalizing Forms
    • Creating new sections in forms
    • Personalizing Lists and List controls
    • Introduction to Different types of Fields
    • Dependent choice field creation

    Configuring Users and Groups and Administration

    • Users
    • Groups
    • Roles
    • Roles tagging to users and groups

    Tables and Columns Administration

    • Introduction, schema map, creating tables adding fields etc.
    • Auditing tables and fields
    • Recovering deleted data

    Applications and Modules Administration

    • Creating and modifying applications and modules and other related activities
    • Limiting access of Applications and modules to specific set of roles

    Introduction on Different Modules

    • Incident Management
    • Problem Management
    • Change Management and it’s workflows
    • Service Level Management

    Change Management

    • Different types of change requests and their significance
    • Change Types and Respective workflows
    • Risk Assessment Plugin activation
    • Risk Questionnaires configuration and defining thresholds and conditions

    Service Level Management

    • SLA definitions and triggering conditions
    • SLA schedules
    • Retroactive start usage in SLA
    • SLA workflow and Notifications on breach

    Service Catalog

    • Introduction to Items and Categories
    • Introduction to Variables and Variable Sets.
    • Creating workflows
    • Associating workflows to Items

    Email Notifications and Events

    • Email notification creation(when to trigger, whom to trigger, What content to send)
    • Templates utilization in email notification
    • Events creation
    • Email notification through events
    • Email notification in workflow via notification and events
    • Send to event creator usage
    • Debugging mail sending issues

    Import sets and Transform Maps

    • Data load through excel
    • Transform Mapping(Auto and Manual mapping)
    • Scheduled Imports

    CMDB and Discovery

    • CMDB purpose in incident & problem & change request
    • Data load using import sets into CMDB
    • Different ways how data come into CMDB(importsets,discovery,3rd
    • party CMDB integration)
    • Discovery purpose
    • Help the helpdesk in ServiceNow
    • How to enable Discovery in Snow

    Scripting Client Side scripting

    • Client Scripts (Intro, How to write and use)
    • UI Policy (Intro, How to write and use)
    • UI Scripts
    • UI Page
    • UI Macros
    • Server Side scripting
    • UI Actions (Intro, How to write and use)
    • Business Rules and Global Business Rules (Intro, How to write and use)
    • Script Include
    • Background Scripts

    Update Sets

    • Introduction to update set
    • Creating an update set
    • Using an update set
    • Creating update source
    • Retrieving update sets
    • Moving changes between instances
    • Advantages and best practices

    Reports, Gauges and Homepage

    • Creating Quick reports from lists
    • Creating Reports, Gauges and Homepages
    • Various types of reports and usage
    • Scheduling reports

    Integration with ServiceNow

    • LDAP Integration
    • SSO Integration
    • Discovery Integration
    • MID service Integration
    • SAP Integration with ServiceNow
    • ServiceWatch integration with ServiceNow

    Service Portal

    • Widget
    • Page
    • New Portal

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